If you have o2 Insurance- you need to shop around!

[Anonymous]

I just wanted to give some of you out there an idea of what you will be dealing with if you have O2 Insurance (or even premier insurance as I do) and have to make a claim.
I have been waiting nearly 3 weeks for my replacement. When I was sold the insurance I was promised a new phone within 24 hours. They are now telling me they have no time scale to get me a USED phone. They have basically admitted that they change the terms and conditions to suit them.
My claim was approved immediately but they have tried to weasel out of it on technicalities. Their staff are the most unhelpful lot. It takes an hour to get through to customer service. They never call back when they say they will. O2 will not intervene- saying it is another company at not their business any more.
Their monthly premiums are about double or triple what is out there from competitors online. They have also increased their excess 400%! This is the worst value for money service I have ever experienced.
So unless you would like to spend you time phoneless in an endless daily battle with a customer service drone I would urge everyone to shop around, save money and your sanity!

[Anonymous]

Does anyone have O2's OLD premier insurance policy t and C's? I didnt keep it as never thought I would need them (ooops)!
Talked to a rep from o2 insure yesterday who asked if I had the old terms- then said 'well, there is nothing in there that would promise a new phone or an immediate delivery.'
Cheers

i have a copy of the old t and c if you need a copy put your address on this site and i will post acopy out to you i am having problems as well

[Anonymous]

thanks, I have managed to find mine as well. 4th bullet point on the front page 'new for old'
Weasels!

[Anonymous]

good on you dont let them get away with it

[Anonymous]

It's since they've moved to a new insurance company earlier this year.
It is kind of out of o2's hands, customer services have no/little authority when it comes to insurance. You would be best sending in a letter of complaint, and the terms and conditions in the older contracts did say that the insurance was new for old, however, the insurance isn't contractual so they can change this, and basically if your not happy with it, cancel the insurance?

[Anonymous]

Well, I didnt know they changed it until I actually needed the insurance. so no point in cancelling now.
Bottom line is- O2 Insurance is a bad deal. It is far more expensive than everyone else. They provide a poor service. Their customer service people are rude and unhelpful. and you wait a month for your replacement. There are plenty of insurance providers online that are cheaper and better.